Software Engineering Customer Experience

Cha r l i e Agarwal ( Charlie.A garwal@Gmail.c om) P a g e 1

CHARLIE AGARWAL

Transforming Technology into a Strategic Asset

*******.*******@*****.***

️ 817- 319- 5746

Dallas, TX

l inkedin.com/in/charlieagarwal/

Strategic Planning & Execution Leadership & Mentoring Agile Solutions Architecture AI & ML SVP VP Director of Software Engineering

Innovative Technology Leader with 15+ years of experience driving large scale transformations primarily in Healthcare, FinTech, and Travel industries. I have a proven track record of delivering scalable cloud, DevOps, security, and AI/ML solutions that drive revenue, optimize operations, and enhance customer experience. Hands-on leader with deep expertise in aligning technical strategies with business objectives, building high-performing engineering teams, and driving continuous innovation. Adept at communicating complex technical concepts to C-level executives, investors, and cross-functional teams. STRATEGIC IMPACT

Revenue Growth ($100K+/day): Spearheaded experiments in paid promotions, loyalty program enhancements, and customer engagement strategies at American Airlines.

Cloud Transformation Success: Led multiple Fortune 500 cloud migrations, reducing infrastructure costs and improving scalability.

Productivity & Efficiency Gains: Reduced deployment times from weeks to minutes by implementing DevSecOps across portfolios.

AI-Powered Automation: Developed intelligent automation solutions that cut manual processing time by 60%.

Business Partnership & Value Creation: Improving project completion efficiency by 15% by collaborating with C-level executives to align technology initiatives with business goals. PROFESSIONAL EXPERIENCE

AI and Automation Consultant Apr 2024 - Present

Leveraged AI and automation to drive business efficiencies across multiple industries. My work includes designing intelligent systems for publishing and venture capital firms, optimizing operational workflows, and enhancing decision-making processes through data-driven insights.

Reduced content analysis time by 60% by building AI-driven automation solutions for publishing clients.

Achieved 5x faster onboarding by designing and implementing AI-driven lead generation and analytics platforms, streamlining deal flow tracking and scoring for the Venture Capital firm.

Tech stack: React, Next JS, Python, Lang Chain, Lang Graph, RAG, Vector Databases, REST APIs, Supabase, Digital Ocean, AWS HealthZip App, Singapore Oct 2023 - Present

Chief Technology Officer (Fractional)

Leading the strategic technology direction, driving innovation and AI-powered solutions to enhance healthcare analytics and decision- making. My role includes evaluating and executing growth strategies, assembling a top-tier tech team, and ensuring the successful development of a cutting-edge healthcare platform that aligns with business goals and market needs.

Improved project completion efficiency by 15% by collaborating with C-level executives to align technology initiatives with business goals.

Leading technical due diligence for funding rounds and investor presentations, ensuring robust technology alignment with investment goals.

Driving product roadmap, hiring, and technology scaling initiatives, building a high-performing tech team to support rapid growth.

Cha r l i e Agarwal ( Charlie.A garwal@Gmail.c om) P a g e 2 Moody’s Analytics, New York, NY Oct 2021 – Mar 2024 Vice President, Software Engineering

Directed the development of the innovative ESG 360 platform, providing investors with cutting-edge risk analysis. My teams engineered a seamless Okta-based single sign-on solution, ensuring a flawless user experience. Additionally, I managed a $1.5M budget and a 40- person global team, aligning technical strategy with business priorities to drive operational efficiency and innovation.

Achieved continuous delivery for a previously stagnant team by designing and implementing a robust DevOps pipeline, enabling engineers who had been coding for six months without deployments to release code efficiently into production.

Increased user retention by 15% by enhancing user convenience and security through the implementation of a seamless single sign-on solution using Okta, which eliminated the need for multiple login screens and password management for customers.

Reduced quality issues by 30% by restructuring the team to embed business product owners within the tech team. American Airlines, Fort Worth, TX Feb 2019 – Oct 2021 Technical Delivery Manager, IT Applications

Promoted to Technical Delivery Manager for Loyalty Operations, where I led technology and product direction, strategy, development, and team. Managed a portfolio of 20+ applications. Partnered across the organization to understand the Loyalty business needs and led the development of products that engage the Loyalty customer by enhancing user experience, business capabilities, and efficiency.

Reduced security breaches by 50% and simplified the Login Experience by creating a Single Sign-On solution for an AAdvantage Member in Azure Kubernetes.

Managed the Siebel-based CRM platform, streamlining customer relationship management processes and improving the overall customer experience across multiple touchpoints, while saving $1.5MM annually and reducing third-party workforce by automating manual processes with Robotic Process Automation (RPA), significantly alleviating pain points for Customer Service Agents.

Increased revenue by $100K+/day by spearheading experiments with Paid-promotions, re-activating miles, choice benefits for Elite, and improving targeting capabilities for Citi and Barclays Co-brand customers. American Airlines, Fort Worth, TX Feb 2017 – Feb 2019 Principal Engineering Manager

Promoted to the Principal Engineering Manager, where I led the Service Recovery product team through a Cloud transformation using IBM Cloud Technology to introduce self-service capabilities for customers when flights are canceled or overbooked.

Improved Deployment Frequency by 10x by moving to a microservice-based architecture and automating CI/CD pipelines thereby increasing the number of experiments performed on the customer. EDUCATION

University of Texas at Arlington

Master’s in Computer Science (Graduate Research Assistantship) University of Mumbai

Bachelor’s in Computer Engineering

References Available Upon Request

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